Cleaner Sutton Privacy Policy

This Privacy Policy explains how Cleaner Sutton collects, uses, stores and shares personal information relating to our customers in the Sutton area. We are committed to complying with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. This policy applies to all Cleaner Sutton customers in our service area who use our cleaning services, request a quote, or otherwise interact with us.

Who we are and scope of this policy

Cleaner Sutton is a domestic and commercial cleaning service operating in the Sutton area. In relation to the personal information described in this Privacy Policy, Cleaner Sutton acts as the data controller. This means we determine how and why your personal data is processed. This Privacy Policy covers all personal data that we process about current and former customers, prospective customers who make an enquiry, and individuals who contact us in relation to our services.

Types of personal data we collect

We collect and process different categories of personal information depending on how you interact with us. The types of data we may collect include:

Identification and contact details such as name, postal address, service address, billing address, and any other correspondence address you provide to us.

Contact preferences and communication records including your communication preferences and records of communications with us, such as notes of phone calls and copies of messages you send to us.

Service and booking information such as details of the cleaning services you request, dates and times of bookings, property access instructions where supplied, and notes relating to your service requirements.

Payment and transaction information such as records of payments made, amounts, dates, and related invoicing details. We do not store full payment card details; where third party payment processors are used, only limited information necessary for reconciliation and record-keeping is retained.

Technical and usage data where you interact with our online services, such as basic device and browser information and how you use our website. This may include logs for security and performance monitoring, where applicable.

Feedback and complaints information such as feedback you provide about our services, complaints, and any follow-up correspondence.

How we collect your personal data

We collect personal data directly from you when you contact us, request a quote, make a booking, enter into a service agreement, or communicate with us about your service. We may also collect data indirectly where another person books a service on your behalf and provides your details as the service contact or property occupier. In addition, some technical information may be collected automatically when you use our online services, such as through log files.

Lawful basis for processing

We rely on several lawful bases under data protection law to process your personal data:

Contractual necessity. We process your personal data where it is necessary to enter into and perform a contract with you, for example to provide cleaning services, manage bookings, send confirmations, and handle payments.

Legitimate interests. We process certain data on the basis of our legitimate interests, provided these are not overridden by your rights and freedoms. These interests include managing and improving our services, handling enquiries and complaints, maintaining business records, preventing fraud, ensuring the security of our staff and customers, and promoting our services to existing or recent customers in a proportionate way.

Legal obligations. We process personal data where required to comply with legal obligations, such as maintaining appropriate financial and tax records or responding to lawful requests from public authorities.

Consent. In limited cases we may rely on your consent, for example where this is required before sending certain types of direct marketing communications. Where processing is based on consent, you can withdraw your consent at any time.

Purposes for which we use your data

We use your personal information for the following purposes:

To provide and manage cleaning services, including handling bookings, scheduling staff, and tailoring services to your requirements.

To communicate with you about your bookings, service updates, changes to terms, and important information relating to your contract with us.

To process payments, issue invoices, manage accounts, and maintain financial records.

To respond to your enquiries, feedback, and complaints, and to resolve any disputes.

To manage our business operations, including internal record-keeping, reporting, training, and quality control.

To improve our services, for example by analysing feedback, service usage, and operational performance.

To send you information about services that are similar to those you have already purchased or enquired about, where permitted by law and subject to your right to object.

To comply with legal and regulatory obligations, and to cooperate with authorities where required.

Data sharing and processors

We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy. These third parties act as data processors or, in some cases, as separate data controllers. Where they act as processors, they only process your data on our documented instructions and are subject to appropriate confidentiality and security obligations.

Categories of recipients may include:

Service delivery partners, such as individual cleaners or cleaning teams working on our behalf, who require limited customer details and service information to perform the cleaning services.

IT and system providers who support our business operations, such as booking software providers, data storage providers, and customer management systems.

Payment and accounting service providers who assist with processing payments, managing invoices, and maintaining financial accounts.

Professional advisers, such as accountants, auditors, or legal advisers, who may access personal data where reasonably necessary for the services they provide.

Regulators, law enforcement, and other public authorities where we are legally required or permitted to do so.

We do not sell your personal data. If we were to undertake any restructuring or transfer of our business, personal data may be transferred as part of that process, in which case appropriate safeguards would be put in place.

International transfers

Where any of our service providers or systems are located outside the United Kingdom, your personal data may be transferred internationally. In such cases we will ensure that appropriate safeguards are in place, such as using destinations that have been recognised as providing an adequate level of protection or entering into contracts based on approved data protection clauses.

Data retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, and to meet any legal, accounting, or reporting requirements.

Service and contract records, including basic contact details and booking history, are typically retained for a period that allows us to answer queries about past services, manage any potential disputes, and comply with tax and accounting obligations. Financial records are generally kept for the period required by applicable tax and financial regulations.

Where we process data based solely on your consent and there is no other lawful basis for continued processing, we will delete or anonymise that data when you withdraw your consent or when it is no longer needed for the purpose for which it was collected.

When we no longer need your personal data, we will securely delete it or irreversibly anonymise it, in line with our data retention procedures.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These rights include:

Right of access. You have the right to request confirmation as to whether we process your personal data and to receive a copy of that data, along with certain information about how it is used.

Right to rectification. You have the right to request that inaccurate or incomplete personal data be corrected or updated.

Right to erasure. In certain circumstances, you have the right to request that we delete your personal data, for example where the data is no longer needed for the original purpose or where you withdraw consent and there is no other lawful basis for processing.

Right to restriction. You may request that we restrict the processing of your personal data in certain circumstances, such as while we are verifying the accuracy of the data or considering an objection you have raised.

Right to data portability. In some cases, you have the right to receive personal data you have provided to us in a structured, commonly used, and machine-readable format, and to have that data transmitted to another controller where technically feasible.

Right to object. You have the right to object, on grounds relating to your particular situation, to our processing of your personal data where the lawful basis is our legitimate interests. You also have the right to object at any time to the processing of your personal data for direct marketing purposes.

Rights related to automated decision-making. Cleaner Sutton does not use solely automated decision-making that produces legal or similarly significant effects about you in the context of our cleaning services.

Exercising your rights and complaints

If you wish to exercise any of your data protection rights, or if you have questions about this Privacy Policy or how we handle your personal data, you can contact Cleaner Sutton using the contact details provided on our website or in your service documentation. We may need to verify your identity before handling your request. We aim to respond to all valid requests within one month, or within any extended period permitted by law where a request is complex.

You also have the right to lodge a complaint with the Information Commissioner's Office if you are concerned about how we handle your personal data. Further information about your rights and the complaint process is available from the Information Commissioner's Office.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or legal requirements. When we make material changes, we will take appropriate steps to inform you, for example by updating the version on our website or notifying you directly where feasible. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal information.